1. Work in a Socially Diverse Environment
MANAGE WORKPLACE DIVERSITY
A diverse and challenging work
environment

2. Emotional intelligence
Knowing one’s emotions
Regulating one’s emotions
Being self-motivating
Recognising emotions in others (empathy)
Handling relationships

3. Friendliness Debate or discuss
You can’t be too friendly! Customers will love it!

4. Etiquette
Etiquette refers to standards of formal behaviour. This differs from culture to culture. Compare wedding etiquette for example.

5. Protocol
This is very similar to etiquette and is important when providing service to dignitaries and heads of state.

6. Special needs Those with a disability Those with language needs
Unaccompanied children
Parents with young children
Pregnant women
Elderly people
‘Would you like some help?’

8. Teamwork Support and respect towards team members
Creating work goals for the team
Meeting deadlines
Accommodating differences
Providing assistance
Responding to feedback
Building quality service through continuous improvement

9. Teamwork
Debate or discuss:
Tips belong to the server

10. Cultural differences
Hofstede (1983), well known for his work in cross-cultural communication, identified cultural dimensions:
Individualist vs collectivist cultures
Power distance
This has important implications for team work.

11. Cultural differences
These cultural dimensions affect people’s communication styles and how the composition of the team impacts upon effectiveness of the team
Composition of the team = team mix = who is in the team

12. Cultural differences
Power distance indicates the extent to which a society accepts differences in power and authority
High power distance – great respect for authority makes it difficult to discuss problems with senior staff
Low power distance – encourages closer relationships at all levels with less regard for formal lines of authority

13. Cultural differences
Individualism indicates defending own interests and showing individual initiative
Collectivism indicates high conformity to group norms and showing loyalty to others

14. Individualism vs. collectivism

15. Individualism vs. collectivism

16. Team composition Skills Personalities Roles and seniority Diversity
Size
Flexibility
Preference for teamwork
Continuity in team membership
Status of members (casual vs. full-time)

17. Motivating teams Debate or discuss
‘I prefer team goals/I prefer individual goals’
‘In my culture we never question the boss’
‘I don’t want to be employee of the month’

18. Effective teams Contribute ideas Help others Give feedback
Check understanding
Ask questions
Respect differences
Follow procedures
Share leadership
Agree on goals

19. Teamwork
Conflict in diverse teams: similarity- attraction and social categorisation
Managing diverse teams
Trust and cooperation
Organisational learning
Innovations
Problem-solving

20. Cultural diversity Language spoken Forms of address and greeting
Levels of formality
Appropriate non-verbal communication
Dress and appearance
Customs and beliefs
Food preferences and restrictions

21. Age differences Debate or discuss:
‘High income singles are the most difficult customers’
‘Stereotypes are dangerous as not everyone fits the same profile’

23. Work in a Socially Diverse Environment
END OF PRESENTATION
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